IT Service Management & Support

Infosys Limited; City of Melbourne; Hybrid; AUD 83,000 - 88,000; Full time

Benefits offered by this job

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Health Insurance Discount

Flexible working arrangements

Job summary

Infosys Limited in Australia is seeking a Customer Service Desk Specialist to deliver Help Desk support for large-scale Enterprise Managed Mobile Devices. You will triage incidents, assist with device enrolment, and support MDM actions while maintaining SLAs.

The role requires 2+ years in customer service, excellent communication, and Australian citizenship with five years' residency. Hybrid work arrangements apply with a competitive salary range.

Qualifications

• 2 Years Customer Service Experience.
• Excellent communication and interpersonal skills.
• Australian Citizenship is required.
• Minimum five years' residency in Australia.
• Ability to work flexible hours and be part of a 24×7 roster.

Responsibilities

• Incident & Request Management (ITIL): log, categorize, prioritize, and resolve tickets.
• Telephony Operations: handle inbound/outbound calls.
• Device Enrolment: assist with enrolment and basic MDM checks across systems.

Skills

Customer service

Communication

Team collaboration

ITIL knowledge

Tools

Omni nssa Workspace One

Ivanti Neurons for MDM

Microsoft Intune

Job description

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem.

Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI-first organization, we empower our people to work on next-generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.

Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Role Description

Are you passionate about delivering exceptional customer support in enterprise mobility? We’re looking for a Customer Service Desk Specialist to join our team.

We’re seeking an experienced Customer Service Desk Specialist/Analyst to provide Help Desk support for large-scale Enterprise Customer’s Managed Mobile Devices. You will triage incidents and service requests, assist with device enrolment and basic Mobile Device Management (MDM) actions, support major incident processes, and maintain ticket quality and SLAs/KPIs.

Location: Anywhere in Australia (Melbourne or Sydney preferred)

Salary: 82,544- 87,992 AUD Annual Gross

Please Note: - The above salary range is only indicative and may be subject to suitable enhancements, based on internal company processes

Flexible working arrangements (hybrid, reviewed case-by-case basis).

Roles and Responsibilities

• Incident & Request Management (ITIL): Act as first point of contact for enterprise customers via phone & email; log, categorise, prioritise, and resolve tickets in the ITSM tool
• Telephony Operations: Handle inbound/outbound calls
• Device Enrolment: Enterprise Mobility (UEM/MDM): Assist with device enrolment and basic checks across various Mobile Device Management Systems. Perform first - line MDM/MAM tasks (policy/compliance review, remote actions under guidance).

Essential

• 2 Years Customer Service Experience.
• Excellent communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels.
• Australian Citizenship is required.
• Minimum five years' residency in Australia.
• Ability to work flexible hours and be part of a team operating on a 24×7 roster, including night shifts, weekends, and public holidays.

Preferred

• Prior working experience in Operations support within large scale, regulated environments (e.g., Telco, Enterprise, Government)
• ITIL Foundation: Clear understanding of incidents vs requests, ticket lifecycle concepts, and ITSM best practice.
• Major Incident Awareness: Familiarity with high-priority incident management, assignment/escalation flows and different after-hours vs business hours handling.
• Telephony Proficiency: Familiarity with contact centre call handling and presence management.
• Hands on experience with Android and iOS troubleshooting
• Experience utilising various MDM Platforms (Omnissa Workspace One, Ivanti Neurons for MDM, Microsoft Intune)

Additional

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer

If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.